Case emails contain the full history. Only need the last text the user sent back

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Posted on by ez Jurgen

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Hi,

We are testing CS to eventually move away from Zendesk.

1. customer replies contain my original message

An odd thing I stumbled upon is the fact when a CS queue receives a reply from the customer to a very long email I sent her, my long part is also Included. Zendesk would just show the short reply of the customer and not my long text again. I can see my original mail in the Timeline anyway.

Surely CS would know what part is from the reply, and what part if from my original email and strip that. No?

2. Agent email message to customer only shows that message

Also when I add a new short email to the timeline the contact(s) do not receive the full case timeline (emails) of what is sent back and fort. so she just sees my short line.

Surely CS could append the email timeline when I write a new message?

The customer has replied twice now on my long email (knowledgebase article), and when I click open to see what she said, each time 10 pages worth of text and graphics fill the screen while her reply was just a few line.

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Zap Objects 913 on at

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RE: Case emails contain the full history. Only need the last text the user sent back

Hi Jurgen,

Both the points that you have mentioned can be achieved using Zap Helpdesk App. This App adds lots of functionalities and features over existing Dynamics 365 Customer Service platform.

Zap Helpdesk App extracts only the new response from each email and stores it in Case History.
So when you view the Case History... it will show you the email back and forth communication which is noise free ( no redundant responses from earlier email threads).
Further when the agent is responding they can include this full history of email and portal communication in the new response that they are sending.

Here is a blog which explains this feature in details: How can Support Agents include clean email & portal history in all new email responses being sent to Requestor / Customer.

Another useful blog link: How to design Support process when using Dynamics 365 for Customer Service.
ez Jurgen 123 on at

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RE: Case emails contain the full history. Only need the last text the user sent back

Thanks Jeah!

Now I understand.
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Community Member Microsoft Employee on at

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RE: Case emails contain the full history. Only need the last text the user sent back

Hi Partner,

1. customer replies contain my original message

The replied email is from customer, we can't change received emails in CS, it is what needs to be set on the customer's side.

The reason why some responses from your customers pull the original email message in their replied email is due to the default behavior of their mail provider. Outlook includes by default the original message text when a user replies or forwards their message.

To solve this issue, have your customer change the appearance of the original message to Do not include the original message.

You can send following steps to your customer:

https://support.microsoft.com/en-us/office/change-how-the-original-message-appears-in-replies-and-forwards-1207f4ea-f7cf-4cdf-9298-5982fa2e5e2f

2. Agent email message to customer only shows that message

You mentioned that you add a new email in the timeline, the context not include original message, which is expected.

But you will view original message if you reply received email in the timeline.